Call quality

[pwalk]

I have consistent low quality on voice calls (wifi/VoLTE). It's both voice quality and volume but more the second. I have to basically shout into my phone for the other party to hear me well. It's unlikely the device is the culprit as I increase volume and it happens on 2 different devices. No difference whether it's wifi call or not. Quality on other apps like WhatsApp or Teams is way better. Is there something EE can do at their end to check if my settings are ok on network level, or something?

[Leanne_T]

Hi @pwalk 

Thanks for coming back to the community 🙂

Are you able to try the SIM card in another device to see if the same happens? 

This would help us to know if the SIM or phone is causing these problems for you. 

Thanks. 

Leanne. 

[bristolian]

Two separate posts on the same topic have now been merged, to keep the posts in the same place.

Any issue with the device's microphone function can be easily tested using a sound recorder app or similar. Same for the speaker function by using a video.

[pwalk]

Thanks @bristolian 

@Leanne_T I will do some more checks and get back

[Leanne_T]

No problem @pwalk 

Speak to you soon 🙂

Leanne. 

[pwalk · Accepted solution]

After further tests, it would appear that it was a phone issue, but not exactly sure what caused it. It went away after doing a settings reset. On other devices with the EE sim it didn't occur. Hope it doesn't occur again!

[Leanne_T]

Thanks for coming back and letting me know @pwalk 

Fingers crossed this doesn't happen again for you. 

Have a great night 🙂

Leanne.

[pwalk]

I am sadly resurrecting my thread after 2 years!

I'm on the same device and the issue has returned. After doing numerous different diagnostic tests to rule out hardware issues, I am 90% sure this is not device issue. It happens only with VoLTE and/or wifi calling enabled, the mic is very weak. With them disabled it's ok. So something to do with audio processing, maybe at carrier level. I don't know if EE can reset some settings (IMS) at their end? Resetting settings on my phone this time didn't help.

[Chris_S]

Hi @pwalk 

I'm disappointed to hear that the issue has come back after two years.

I'd recommend getting in touch with a guide so that they can run some tests and diagnose the issue for you.

The quickest way to get support is to give us a call, then one of our guides will talk it through with you.

Chris S